Support Terms

Last updated: January 2025

1. Support Services Overview

AuthentAI provides technical support services for our cryptographic verification platform to ensure optimal performance and security for our customers. These Support Terms govern the provision of all support services.

2. Support Levels

Standard Support

  • Business hours support (9:00 AM - 6:00 PM EST, Monday-Friday)
  • Email-based support with 24-hour response time
  • Access to documentation and knowledge base
  • Software updates and security patches

Premium Support

  • 24/7 technical support availability
  • Priority response times (4 hours for critical issues)
  • Phone and email support channels
  • Dedicated technical account manager
  • Priority access to new features and updates

Enterprise Support

  • 24/7/365 support with 1-hour response for critical issues
  • Dedicated support team and escalation procedures
  • On-site support options (additional fees apply)
  • Custom integration assistance
  • Quarterly business reviews and optimization consultations

3. Issue Classification

Critical (Severity 1)

System is down or completely unavailable, causing significant business impact. Security vulnerabilities affecting data integrity.

  • Standard Support: Next business day response
  • Premium Support: 4-hour response
  • Enterprise Support: 1-hour response

High (Severity 2)

Major functionality is impaired but system remains operational with workarounds available.

  • Standard Support: 2 business days response
  • Premium Support: 8-hour response
  • Enterprise Support: 4-hour response

Medium (Severity 3)

Minor functionality issues or questions about features and configuration.

  • Standard Support: 3 business days response
  • Premium Support: 1 business day response
  • Enterprise Support: 8-hour response

Low (Severity 4)

General questions, documentation requests, or feature enhancement requests.

  • Standard Support: 5 business days response
  • Premium Support: 2 business days response
  • Enterprise Support: 1 business day response

4. Support Scope

Included Support

  • Technical assistance with AuthentAI platform functionality
  • Troubleshooting and problem resolution
  • Guidance on best practices and configuration
  • Bug fixes and security patches
  • API integration support
  • Performance optimization recommendations

Excluded from Support

  • Third-party software or hardware issues
  • Custom development or coding services
  • Training services (available separately)
  • Issues caused by unauthorized modifications
  • Network connectivity or infrastructure issues
  • Data recovery services

5. Customer Responsibilities

To receive effective support, customers must:

  • Provide accurate and complete information about issues
  • Grant necessary access permissions for troubleshooting
  • Implement recommended security updates and patches
  • Maintain supported software versions and configurations
  • Follow documented procedures and best practices
  • Designate authorized contacts for support requests

6. Security and Confidentiality

AuthentAI maintains strict security protocols for all support interactions:

  • All support personnel undergo security clearance verification
  • Support sessions are logged and monitored for quality assurance
  • Customer data is handled according to our Privacy Policy
  • Secure channels are used for all sensitive communications
  • Access to customer systems is limited and time-bound

7. Support Availability and Maintenance

Support services may be temporarily unavailable during:

  • Scheduled system maintenance (with advance notice)
  • Emergency security updates
  • Major software releases
  • Force majeure events

Customers will be notified of planned maintenance at least 48 hours in advance.

8. Service Level Agreements (SLA)

Our SLA commitments include:

  • Platform uptime guarantee of 99.9% (excluding scheduled maintenance)
  • Response time guarantees based on support level and issue severity
  • Resolution time targets for different issue categories
  • Escalation procedures for unresolved issues

SLA credits may be available for verified service level breaches as outlined in your service agreement.

9. Support Limitations

Support services are subject to the following limitations:

  • Support is provided in English only
  • Remote support is the standard delivery method
  • On-site support requires additional arrangements and fees
  • Support for legacy versions may be limited or discontinued
  • Some issues may require customer environment access

10. Feedback and Continuous Improvement

We continuously improve our support services through:

  • Regular customer satisfaction surveys
  • Support case analysis and trend identification
  • Knowledge base updates and enhancements
  • Staff training and certification programs
  • Technology investments in support tools and platforms

11. Changes to Support Terms

AuthentAI reserves the right to modify these Support Terms with 30 days advance notice. Changes will be communicated through official channels and updated on our website.

12. Contact Information

For support requests or questions about these Support Terms: